Enterprise Customer Success Manager EMEA

About Canonical 🚀

Canonical is a leading tech company driving the global shift to open source. As the publisher of Ubuntu, a cornerstone open-source project powering AI, IoT, and the cloud, we're making a daily global impact. We're a remote-first company since 2004, valuing excellence and a high standard for our team members. Working at Canonical means embracing the future, thinking innovatively, and continuously learning and growing.

The Role 💼

As an Enterprise Customer Success Manager, you'll be a key player in our newly established, strategic Customer Success department. Your mission? To build strong customer relationships, reduce churn, and drive product adoption and expansion within existing accounts. You'll work closely with customers to understand their goals, suggest solutions, and create collaborative roadmaps. You’ll specialize in one of three customer segments: Mass, Focus, or Step Growth, while also contributing to support for unassigned customers.

What You'll Do 🎯

• Onboard new customers, introducing them to our extensive product portfolio (Ubuntu Pro, MAAS, Landscape, OpenStack, Ceph, Kubernetes, and more).
• Manage complex projects, collaborating with developers, IT managers, and decision-makers across various industries.
• Partner with Sales, Field Engineering, and Support to develop and execute effective engagement plans.
• Manage a portfolio of customers, identifying growth opportunities and potential renewal risks, working closely with Sales.
• Lead weekly customer and business reviews, identifying and resolving obstacles with cross-functional teams.
• Act as a customer advocate, influencing Canonical's product roadmaps, website, documentation, processes, and team to enhance customer satisfaction and retention.
• Provide reactive support to customer ticket requests.
• Develop and execute multi-customer campaigns using digital channels.

What We're Looking For 🔎

• Minimum 5 years of experience in IT, with project exposure in at least one of these areas: Linux OS, data applications, storage, cloud computing, networking, security, migration, or IoT.
• Exceptional presentation skills and the ability to discuss complex software clearly and concisely.
• Proven experience in building and refining internal processes while ensuring timely project delivery.
• A collaborative team player who interacts effectively with all departments and levels, both internally and externally.
• Familiarity with agile methodologies.

Bonus Points 👍

• Experience with Salesforce, Jira, and other CRMs.
• Proficiency in Spanish, Portuguese, German, French, or Italian (in addition to excellent English).

What We Offer ✨

• Competitive salary based on location, experience, and performance, with annual reviews and performance-based bonuses.
• Comprehensive benefits package tailored to local needs.
• Remote work environment with twice-yearly in-person team sprints.
• USD 2,000 annual learning and development budget.
• Recognition rewards and opportunities for professional growth.
• Generous holiday leave, maternity, and paternity leave.
• Employee Assistance Programme.
• Travel opportunities to meet colleagues.
• Priority Pass for travel benefits.

Job Category: Customer Service